ABSTRACT
The work of a significant number of persons employed in this sector often requires intensive contact with customers or patients, where emotional labor is a job demand. It means that workers have to display certain emotions at work, while suppressing other feelings, according to the emotional display rules set by the employer. The research presented in this monograph covers two service sector branches: health care/social services and public administration, both of which are characterized by high emotional labor demands, and where display rules are explicitly communicated to motivate an effective interpersonal performance. The main objective of the work performed in this sector is to satisfy the needs of customers by providing high-quality customer service and/or to persuade the customer to purchase the most profitable product from the organization's point of view.
